A phoneme is the smallest element of speech.As an example, the word "dog" is represented by the phonemes d aw g. There are about 50 phonemes in the English language.
Phonemes play an important role in speech recognition technology. Speech recognition allows, for example, a person to speak into a microphone and have word-processing software type what they're saying. In contact centers, interactive voice response (IVR) systems use speech recognition to allow callers to interact with menus by speaking commands.
Speech recognition software turns speech into phonemes and the converts the phonemes into digital representations (ones and zeroes). The digital phonemes are then run through a very large data dictionary to determine what words are being spoken. The software also compares the phonemes to those around them to provide context, which makes the translation more accurate. The result is, words can be typed and IVR commands can be executed. Phonemes – tiny elements of speech – enable some powerful technical capabilities.
NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.
CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), customer satisfaction surveys and performance management (PM).
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.
